Job Description

About Us

Remedy Brands is a growing consumer goods company based out of Vancouver, BC. Our two brands include: Riversol Skin Care and Midnight Paloma. Riversol Skin Care is a dermatological skincare line for sensitive skin that was founded by world-renowned dermatologist, Dr. Jason Rivers. Midnight Paloma, founded by Tayler Rogers, is a brand that is dedicated to clean, cruelty free skin and body care products. We are committed to providing customers with high quality, premium skin care and wellness products. Our customer base comes from all over the world, and we are continuously expanding our retail partnerships.

Job Overview

The Customer Service Team Lead is responsible for overseeing the customer service department's daily operations and long-term development. This role combines hands-on customer support with strategic department management to ensure an exceptional customer experience and efficient team performance.

Responsibilities

Department Management (40%)

Define and track KPIs related to customer experience to evaluate service effectiveness. Implement new processes and technologies aimed at improving response times and customer satisfaction. Monitor individual and team performance, conduct regular performance evaluations, and provide constructive feedback. Responsible for scheduling, workload distribution, and resource planning to ensure consistent service coverage and team efficiency. Review and approve escalated customer service cases from Customer Service Representatives. Provide direct support to Customer Service Representatives on orders, processes, and product-related inquiries. Develop and implement training programs to enhance customer service skills across the team. Coordinate with the Marketing team to ensure Customer Service Representatives receive accurate and current product knowledge materials. Lead or participate in departmental projects and initiatives focused on process improvement. Prepare and present regular reports on customer experience metrics and initiatives to senior management. Communicate departmental goals, changes, and updates clearly and effectively to the team.

Day-to-day (60%)

Assist customers seeking advice on skincare products and routines. Address and resolve customer complaints professionally. Offer customer support and solutions through the company's customer service policies. Utilize CRM and data entry systems to record custom information and maintain accurate records. Handle product returns and exchanges according to the company's policies and procedures. Ensure returned products are checked, restocked, or appropriately handled if damaged. Handle credit card transactions and other forms of payments securely. Perform other duties as requested.

Education and Experience

Bachelor's degree in business, Marketing, Communications, or a related field. An advanced degree is preferred. 2 years of customer centre and customer care experience and/or order management experience in a high-volume environment. Experience working with offshore teams is considered an asset. Experience using and implementing AI tools for Customer Care applications

Skills and Abilities

Proficiency in customer relationship management (CRM) software and ecommerce platforms such as Gorgias, Shopify, Klaviyo, Appstle, Smile, Judge.me, FulFil.io Proficiency in Microsoft Office. Passionate about delivering exceptional customer experiences. Strong analytical skills with the ability to interpret customer data and feedback. Excellent communication skills, both written and verbal, with strong interpersonal abilities. Creative problem-solver with a strategic mindset. Adaptable and able to thrive in a fast-paced, dynamic environment. Excellent decision-making and ability to take initiative Confident in multitasking, prioritizing and organizing tasks to meet deadlines and increase efficiency. Works well under pressure, independently and as a member of a team
We are an equal-opportunity employer committed to fostering a diverse and inclusive workplace. We do not discriminate based on age, sex, gender, race, color, disability, religion, or any other protected grounds as outlined in applicable provincial and federal legislation.

We are dedicated to ensuring an accessible and inclusive recruitment process. If you require accommodation at any stage of the hiring process, please let us know, and we will work with you to meet your needs.

Job Types: Full-time, Permanent

Pay: $50,000.00-$70,000.00 per year

Benefits:

Casual dress Company events Dental care Extended health care Life insurance On-site parking Paid time off Store discount Vision care
Schedule:

Monday to Friday
Ability to commute/relocate:

Vancouver, BC V5K 4T9: reliably commute or be willing to relocate with an employer-provided relocation package (required)
Application question(s):

Are you entitled to work full-time in Canada? Do you hold a full-time work permit, permanent residency (PR), or Canadian citizenship?
Experience:

Customer service: 2 years (required)
Work Location: In person